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The inventory asset field in service desk>new ticket is missing an agent - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>Problem:</strong></p> <p>The inventory asset field in service desk>new ticket is missing an agent</p> <p>Audit>view assets does not show the agent</p> <p><strong>Cause:</strong></p> <p>For an agent to show up in inventory list, an agentstate change needs to happen which will trigger a process to list this machine in inventory or audit>view asset page<br>If somehow the agentstate change is not noticed by kaseya, this issue may show up.</p> <p><br><strong>Solution:</strong></p> <p>If its an agent the agentstate would necessarily trigger an MachAudit type discovery regardless what the Nmap probe found and it would be represented as a device and asset.This would be triggered by any on/off-line event. Sometimes an agent state may not change for a very long time and so a machAudit wouldn't be kicked.</p> <p>Please perform these steps</p> <p>a. Please stop the kaseya agent service on the agent<br>b. Please verify if the agent now shows up as offline in VSA after the check in period<br>c. Please verify if the agent now shows up in audit>view assets page or not<br>d. Please verify if the agent now shows up in sd>new ticket>inventory asset field<br>e. Please go ahead and start the kaseya agent service on the agent</p> <p>The idea here is to force the agent to change the state so that the MacAudit is triggered and the device is listed properly</p> <p>If this does not resolve the issue, please contact kaseya support as kaseya support can help you to resolve the issue</p> <p> </p> <p>Applies to:</p> <p>All Kaseya versions</p> </article> </main>